Service Incident - July 18th, 2019 - Support Issues on Pod 20

SUMMARY

On July 18, 2019 from 15:29 UTC to 16:30 UTC, Pod 20 customers on Support experienced dropped calls and loading issues within the Agent user interface

17:21 UTC | 10:21 PT Our team has identified and resolved the performance issues in Pod 20. You should see performance back to normal in the Agent UI.

16:48 UTC | 09:48 PT Our team is continuing to investigate performance issues in the agent UI for our Support product on Pod 20. We’ll update once we have further information.

15:55 UTC | 08:55 PT Our team is currently investigating performance issues in the agent UI for our Support product on Pod 20. We’ll update once we have further information.

Root cause Analysis

This incident was caused by an issue with a component in the front end agent user interface of Zendesk Support.

Resolution

We limited access to the problematic component.

Remediation Items

Update the agent UI to correct the faulty behavior

Further optimize backend queries generated by the UI

FOR MORE INFORMATION

For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.